Cybersecurity Analyst

Senior

Egypt

Skills

Operations

Oracle SBC

Oracle

Cisco

Languages

English B2

Available for hire from

1875

Professional Summary

Candidate has a diverse background in the Telecommunications, IT services and IT consulting, and information technology industries, with a focus on Unified Communications (UC) components. They started as a Unified Communications Engineer at a telecommunications company, working with UC components and contact center systems for about a year and a half. Later, they transitioned to the IT services and consulting industry, specializing as a Cisco expert and working extensively with various UC components such as Cisco Gateways, managers, Cisco Unity Connection (CUC), and Instant Messaging and Presence (IM&P) servers. They gained significant experience in Cisco Unified Communications Express (UCX) and Unified Communications Manager (UCM). In their current role in the Information Technology & Services industry, candidate continues to work on UC components, including those from Cisco, Prod Works (a company under Cisco), and Oracle. They are proficient in Oracle Session Border Controllers (SBCs) and other communication components within the Oracle ecosystem. In their current role, candidate serves as a team leader, leading a team of juniors and collaborating with colleagues to guide and support them in their work. Their leadership responsibilities include overseeing the team's tasks and ensuring efficient collaboration and productivity.

Education

Ain Shams University / Bachelor Degree of Engineering

2012 - 2017

Experience

Team-Lead Collaboration Engineer Cisco

Industry: Information Technology & Services

Feb 2022 - Present

Designs, builds, configures, installs, monitors, and supports all VOIP and collaboration systems (Cisco UC, broadworks and Oracle SBCs).
Manage, Configure and troubleshoot all unified VOIP communication systems and Collaboration including IP telephony, Voice mail, IM Messaging, Video Conferencing and Contact Center as L3 Support.
Coordinate with the vendor according to the SLA.
Manage and configure all collaboration endpoints and systems identifying, investigating and resolving technical incidents and problems related to IP telephony systems
Manage, configure and troubleshoot Video Conference systems and Endpoints
Troubleshoot highly complex data, voice or video network and hardware problems and escalates to Vendor if needed.
Ability to engage in creating backup strategies for the data and recovery plan Collaboration solutions.

Cisco Unified Communications Expert Engineer

Industry: IT Services and IT Consulting

Oct 2019-Feb 2022

Provide 24/7 technical support and administration on a rotational basis for telephony & contact center Technology for over 30 global customers like (Maersk line, Hapag Lloyd, GSK, and Singapore Airlines) while maintaining SLA.
Tier-2 Management and troubleshooting:
Cisco Unified Communications Manager.
Cisco Unity Connection.
Cisco IOS Platforms.
Cisco Jabber & Presence
Cisco Unified Contact Center Solutions and applications (UCCX/UCCE/CVP/CUIC/Finesse/Reporting).
Cisco Unified Presence Server.
Cisco Expressway.
Cisco Unified Border Element.
Cisco Unified Attendant Console.
Call Recording issues.
Cisco VMware ESXi, Cisco UCS.
Document all troubleshooting and provide regular updates for all actions executed to solve customer's incidents via electronic case management system.
Shift leader over Cairo and Delhi teams (assess, evaluate, and distribute daily tickets).
Mentor, audit, and coach team members and contribute in annual upskilling programs.
Liaise with other internal teams to resolve faults affecting voice service.
Keep management informed of any major customer or network faults.
Contribute to Documentation and knowledge database.
Maintain a monthly work tracker to capture workload and achievements.

Role as SPOC forsimple and complex change (Q3-2020)

Act as a single Point of contact for Change & release managers, and change desks.
Validate all changes and assign appropriate resources.
Perform change management activities(Design and Implement customer simple and complexchanges).
Perform release management activities (Plan and implement new release and upgrades)
Participated in global projects which were not exclusive to (IP phones Firmware upgrade, IOS upgrades, CUCM & Unity Upgrade, Implement AAR, Implement SIP SRST, Implement UCCX scripts)
On callsupport.